Smart and Secure Conversation Monitoring and Moderation Platform
Monitor customer conversations across various channels using artificial intelligence and natural language processing technologies. Observejet can analyze customer conversations in real-time, providing valuable insights into customer satisfaction, sentiment, and engagement, helping you implement edits and fine-tune the performance.
Gain Deeper Insights into Your Conversations with Observejet's Advanced AI Monitoring Tool
Conversations monitoring is a process in call centers that involves listening to agent’s chats and calls to enhance their performance and provide a better customer experience. By monitoring ongoing/live calls, contact center supervisors can track various metrics such as agent availability, the number of agents in conversation, the number of agents online, and their service level adherence. With Observejet’s live dashboard, supervisors can efficiently monitor and analyze these metrics in real-time, enabling them to make informed decisions and improve the quality of customer service.
How Observejet Benefits Enterprises
Keep chats safe and secure with real-time supervision and monitoring
Real-time chat supervision with conversation monitoring refers to actively monitoring and overseeing chat interactions in real-time. This approach involves using advanced technology to analyze and identify potential issues in conversations, such as inappropriate language or behavior. With real-time chat supervision, chat moderators or supervisors can intervene quickly to address concerns and ensure the discussion remains on track.
Enhance agent performance by acting on critical data points
Observejet analyzes critical data points such as response time, customer satisfaction, and issue resolution. Considering this, supervisors can provide agents with feedback and coaching to improve their performance. This also allows supervisors to identify potential issues before they escalate, enabling them to intervene quickly to resolve problems and maintain customer satisfaction.
Stay organized and manage chat interactions with realtime monitoring tools
Conversations monitoring enables businesses to streamline their chat operations, ensuring that agents are deployed where needed most and that customer inquiries are handled promptly. With the ability to quickly identify emerging trends and potential issues, supervisors can proactively take action to resolve problems before they escalate.
Single portal to access all process assistants
With Observejet, agents can access all the bots and tools they need to handle customer inquiries and resolve issues in one place. Supervisors oversee all chat interactions from a central location, providing real-time insights into performance metrics and potential issues. With a single portal, businesses can reduce the time and effort required to manage multiple tools and processes, enabling them to focus on delivering exceptional customer service.
Tracking customer-agent interactions for conversations quality assurance
Conversations monitoring allows businesses to track and evaluate the quality of their customer interactions, ensuring that agents provide good support and meet customer expectations. By monitoring customer-agent conversations, companies can identify common issues, provide feedback and coaching to agents, and continuously improve their customer service operations.
Quick Intervention for Agent Challenges
Explore Observejet Capabilities
Observejet is a smart and secure conversation monitoring and moderation platform that offers various capabilities to help businesses manage customer conversations across various channels. Here’s a closer look at some of its key capabilities
Monitor Mode
Supervisor can monitor real-time customer conversations. This feature helps the admin stay on top of customer queries, complaints, or issues. It also enables you to respond if an agent needs any assistance.
Analyse
Real-time analysis capability allows admins to monitor customer conversations and gain insights into their behavior, preferences, and needs. This feature can help you identify trends and patterns, enabling you to improve customer service and engagement.
Barge-In Mode
Let's managers jump into ongoing customer conversations and immediately assist customers. Managers can intervene in conversations when the agent is not able to resolve customer queries, improving customer satisfaction.
Barge-In Mode
Let's managers jump into ongoing customer conversations and immediately assist customers. Managers can intervene in conversations when the agent is not able to resolve customer queries, improving customer satisfaction.
Agent Activity
With Observejet, you can see agent activity live, including their status, availability, and performance metrics. This feature enables you to monitor agent performance, identify areas for improvement, and provide targeted training and coaching to your team.
Agent Activity
With Observejet, you can see agent activity live, including their status, availability, and performance metrics. This feature enables you to monitor agent performance, identify areas for improvement, and provide targeted training and coaching to your team.
Sentiment Analysis
With Observejet's sentiment analysis capabilities, you can quickly identify customer sentiment and respond appropriately. This feature helps you gauge the tone of the customer conversation and respond accordingly, improving customer satisfaction.
AI-Powered Conversations Monitoring Tool Making Waves Across Industries
With its powerful and versatile features, Observejet can analyze conversations across multiple industries and help businesses gain valuable insights into their customer interactions.
Apps We Integrate With
